Business Operations Analyst / Applications Administrator
Company: IQ Fiber
Location: Jacksonville
Posted on: May 28, 2023
Job Description:
The Internet is now the heartbeat of our home, but too often
internet service is frustrating and unreliable. - IQ Fiber was
created to offer 100% fiber-optic fast internet, transparent
pricing, and attentive customer service to deliver a Smarter
internet experience. - As part of the rapidly growing IQ Fiber
team, your contributions will directly affect our success. - Your
work matters here. - We're looking for energetic, collaborative,
and customer-focused talent with the ability to proactively move
our business forward. - In return, you'll find a place where your
voice matters. - You'll find a team who works hard and has fun. -
And, if you're like us, you'll know you made a Smarter career
choice. - Position Summary:Located in Jacksonville, FLOur Business
Operations Analyst/Applications Administrator is a hands-on support
role, responsible for analyzing existing business processes and
collaborating with Customer Operations Team members to identify
opportunities to improve customer experience and process efficiency
and effectiveness. - This role is also responsible for day-to-day
administration of our SaaS-based back-office applications,
including providing software configuration, end-user support and
application administration to the organization. This position is
critical in ensuring we are effectively leveraging the capabilities
the software has to offer to support the needed business processes
and reporting.The individual will serve as the interface between
cross-functional teams and work with a range of business users to
establish business requirements, design, configure, enhance, test,
and troubleshoot our CRM, ordering, provisioning, scheduling, and
ticketing systems. - This role is also responsible for the
administration of our contact center phone systems. - The
successful candidate will be experienced in supporting various
business applications such as CRM, billing, order management,
scheduling, contact center software, service provisioning,
ticketing, and reporting.Essential Duties and Responsibilities:
- Manage the day-to-day operations of the various SaaS based
back-office applications which include CRM, order management,
scheduling, dispatch, provisioning, billing, reporting, and contact
center applications.Collaborate with cross-functional stakeholders
to drive process definition, improvement and optimization efforts
and identify opportunities to further leverage our business
technology platforms. - Acquire thorough understanding of
operational purpose and need for our business technology platforms
to assist end users in software best practices and ensure
applications are operating as designed and resolve any gaps.Develop
and standardize internal process documentation, including
operational workflows, application configuration, data
dictionaries, training, and support related material for
users.Analyze the impact of potential application changes on
existing processes and functional teams and act as a change agent
to lead, facilitate, and manage change within impacted departments
including creating communications and training materials when
necessary.Serve as initial point of contact for assigned
applications. Receive, analyze, and evaluate change requests to
determine cross- application and business process impacts.Work with
vendor technical resources to implement customizations,
moves/adds/changes and scheduled releases.Solicit requirements from
business stakeholders and convert them into functional
requirementsDefine appropriate system configuration to meet
business requirements.Provide support for end-users with
application inquiries.Identify potential software issues, formalize
steps to recreate these issues and provide that information in a
clear manner to the software vendors and end-users to find a
quick-fix or solution.Triage, prioritize, escalate, and execute
resolution on support requests in an organized, efficient, and
expedited manner.Provide ownership and regular updates on service
requests to end-users, until request has been resolved.Analyze,
test, and implement new or unused features and functionality when
applicable.Create and maintain documentation as needed to support
user acceptance testing, training, deployment, and end user
supportFacilitate user acceptance testing exercises with end-users
for configuration changes, application upgrades, integrations,
etc.Develop and maintain reports and dashboards.Create and update
system roles as needed and ensure end users have the appropriate
role and permissions assigned.Stay current on new features and
functions as they become available.Perform other duties as
assigned.Qualifications:
3+ years of experience as Business
Analyst (or similar role).
- 5+ years' experience supporting various business applications
such as CRM, billing, order management, scheduling, contact center
software, service provisioning, ticketing, reporting, etc. -
- Experience configuring, administering, and supporting
cloud-based Software-as-a-Service (Saas) applications.
- Strong understanding of CRM best practices and functionality.
- Experience managing release/upgrade cycles for business support
applications.
- Excellent business analysis, problem
solving, strong verbal and written communication skills and
confidence interacting with all levels of professional staff.
Experience with advanced configuration tools and subject areas
(entities, forms, views, workflows, business rules, security roles,
etc.) preferred.Preference for operating in a fast-paced, technical
environment with a high degree of critical thinking and problem
solving.Self-motivated with ability to work independently in a
fast-paced environment without supervision.Ability to identify
inefficiencies and provide solutions to improve our systems and
processes.Proven ability to design and implement new processes and
facilitate user adoption.Proven ability to identify, troubleshoot,
and resolve application problems, using critical thinking and
analytical skills under limited supervision.Willing to learn, adapt
and evolve with the team and company and develop new skills
quickly.
- A customer-first, troubleshooting mindset with demonstrated
ability to provide exceptional internal customer care with a strong
sense of ownership over results. Existing knowledge-based
documentation skills, with the ability to articulate knowledge to
non-technical staff in both written and verbal communications.
- Excellent end-user interaction skills and ability to
effectively communicate complex concepts in a simple, straight
forward manner. Capable of working with and answering technical
questions from technical and non-technical users.
- Very strong work ethic and team player with a positive "do what
it takes" attitude
- Proficient in leadership, customer relations management,
performance management, process management, data analysis, problem
solving, effective communication and technical proficiency.
- Telecommunications or logistics industry experience a
plus.
- Bachelor's degree in computer science, information systems, or
related field, preferred Other Duties:Please note this job
description is not designed to cover or contain a comprehensive
listing of activities, duties or responsibilities that are required
of the employee for this job. Duties, responsibilities, and
activities may change at any time with or without notice. IQ Fiber
is an Affirmative Action and Equal Opportunity Employer. All
qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, or protected veteran status and
will not be discriminated against on the basis of
disability.Powered by JazzHR
Keywords: IQ Fiber, Jacksonville , Business Operations Analyst / Applications Administrator, Professions , Jacksonville, Florida
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